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How hospitality has changed post the pandemic

We need to take some bold decisions to revive the glamour of hospitality as a career, only then can we consistently deliver authentic experiences

PRATITI RAJPAL DIRECTOR OF OPERATIONS AT HYATT REGENCY DEHRADUN

76 76 H ospitality is multidimensional – it not only encompasses restaurants, hotels, casinos, amusement parks, events, cruises, entertainment, and other tourism-related services but also wellbeing, customer service, employee engagement and more. Post the pandemic, the role of hospitality (read hotels) has transformed tremendously. There has been a big shift towards experiences. Experiences not only for the external guests and audiences but also for our internal guests – the associates. Hotels are now looking to deliver unique, locally inspired experiences, become more sustainable in their daily operations , introduce wellbeing as a way of life practices, introduce new employee engagement, retention tactics and overall try to recreate the wow factor. The pandemic was especially hard for travel and tourism but now with the revival in full swing – both guests as well as service providers (hotels) are inclined towards curated experiences to make up for the lost time with loved ones and to catch up on their pending travel. During the pandemic, almost everyone was an experimental chef or a mixologist, and that has transformed into a hobby and passion for many – who seek unique F&B experiences and local gems, during their travels.

The increased emphasis on safety and celebration of the return to travel is resulting in travellers attaching an increased value to

Few key insights from Hyatt Regency Dehradun, since we launched end of March 2022 have been the following:

There is a large inclination towards drive-cations with guests preferring to drive down from Delhi NCR, Uttar Pradesh, Punjab and Rajasthan. The scenic highway and infrastructure has enabled this to become a key segment. Family friendly vacations are the way forward. More and more families prefer destinations and hotels that offer a variety of onsite and offsite experiences for the entire family. Camp Hyatt – the unique recreation venue at Hyatt Regency Dehradun has been designed to cater to these audiences – with thoughtfully planned activities for all age groups from toddlers to adults.

Exploring the locale through guided experiences has become a trend with couples and families as well, since more people are seeking immersive local experiences in order to make the most of their travels. We have designed various experiences through our knowledgeable concierge team at Hyatt Regency Dehradun – to ensure every guest has something of their interest to pursue. The experiences range from food walks to treks, picnic experiences to local artisan workshops to sightseeing and more.

Food continues to be the crucial element of any vacation – with a welcome shift towards guests becoming more experimental towards local ingredients and regional recipes. The variety of F&B venues we offer at Hyatt Regency works well to enable guests to enjoy various internal and regional recipes during their stay, without leaving the hotel.

While the above customer trends will evolve further and help revive the hospitality industry – the opportunity is to find, train and retain talent because our industry is a people’s industry which cannot sustain without committed and passionate professionals. We need to take some bold decisions to revive the glamour of hospitality as a career, only then can we consistently deliver authentic experiences with genuine smiles. BTI

INDIA

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